Customer Support Executive

Job Description – Customer Support (Franchise & Customer Relations) We are looking for a proactive and empathetic Customer Support Executive to act as the communication bridge between our franchise outlets and the master franchise. The role is responsible for handling grievances, feedback, and queries from both franchise partners and direct customers through reviews, calls, and official communication channels. Key Responsibilities 1. Franchise Support & Coordination Serve as the first point of contact for franchise outlets regarding operational queries, escalations, or support requests. Coordinate between franchise outlets and the master franchise team to ensure timely issue resolution. Track and document all franchise support requests to maintain transparency and accountability. 2. Customer Grievance Handling Monitor customer feedback received via Google Reviews, calls, messages, and official platforms. Respond to queries and complaints promptly with professionalism and empathy. Escalate unresolved or critical issues to the management team for further action. 3. Communication & Relationship Management Maintain consistent, clear, and polite communication with both franchise partners and customers. Provide updates and follow-ups on grievance resolution to build trust and confidence. Gather feedback to identify recurring issues and share insights with management for improvement. 4. Reporting & Compliance Maintain records of all grievances, resolutions, and franchise support interactions. Prepare regular reports on the types of issues raised and the average resolution time. Ensure responses align with company policies and brand reputation standards. Requirements Bachelor’s degree in Business, Hospitality, or related field. Strong communication, conflict-resolution, and interpersonal skills. Ability to handle pressure while maintaining professionalism. Proficiency in MS Office